Refund policy

Last updated: September 11, 2026

We call this a Sales Policy rather than a Returns Policy because it describes how buying from TCGGuy actually works. Most sales are final. Here is exactly what that means, where the exceptions are, and why.

This policy is part of our Terms of Service. In this policy and in our other policies:

• "Sealed Product" means factory-sealed trading card game product of any kind: booster boxes, booster packs, cases, elite trainer boxes, collection boxes, tins, bundles, decks, premium collections, and similar items, in every game and language we carry.
• "Accessories" means everything else we sell, such as sleeves, toploaders, binders, deck boxes, storage boxes, and playmats.
• "Pre-order" means an order for a product that has not been released yet.

Sealed Product: all sales final

All sales of Sealed Product are final. We do not accept returns or exchanges of Sealed Product, opened or unopened.

This includes items listed as Box Damage (Contents Sealed). Those items are sold at a reduced price because of the visible packaging damage described in the listing. That is the condition you are buying, so the same final-sale terms apply.

Why we do not accept returns on Sealed Product. A trading card box can be opened, resealed, and returned in a way that is very hard to detect. It is a real and common scam in this hobby. A no-returns rule on Sealed Product protects every customer from unknowingly receiving a resealed box, and keeps prices fair because we do not have to build return fraud into everyone's cost.

Final sale does not mean we walk away from our mistakes. If your order arrives damaged, or we shipped the wrong item or missed something, that is on us. See "Arrived damaged" and "Wrong or missing items" below.

What is inside Sealed Product

Sealed Product is sold as a sealed, unopened item. The contents are randomized by the manufacturer. We do not know what is inside any pack or box, and we do not guarantee pull rates, hit rates, specific cards, the condition of cards inside, or the market value of anything inside. Being unhappy with what you pulled is not a defect and is not grounds for a return or refund.

Manufacturer defects

Defects that come from the factory are handled by the game's manufacturer, not by us, because they packed the product and we never open it. This includes a missing or short pack, a wrong pack count, print lines, miscut or off-center cards, crimped or creased cards, ink spots, and any other factory defect you find after opening. Claims for these defects must be made directly with the game's manufacturer through its customer support, with photos and the batch or lot code from the packaging. We do not handle manufacturer defect claims and cannot refund or replace product that has been opened.

Sealed condition and tampering claims

We buy from authorized distributors, and we do not open, reseal, or weigh product. Every order is recorded on video while we pack it, so we have a record of each item's sealed condition as it leaves us. If you believe an item arrived opened or tampered with, contact us within 48 hours of delivery and before opening anything further, with photos of the packaging and the item. We will review the packing video with you and make it right if the item left us in that condition.

Small dents, corner dings, and shrink-wrap wrinkles happen in manufacturer packaging and normal shipping. They are not tampering, and they are not damage.

Accessories: 14-day returns

You can return Accessories within 14 days of delivery. To be eligible, the item must be unused and in its original packaging. Your order number is your proof of purchase.

Email support@tcgguy.com to start a return and we will send instructions. You pay return shipping unless the item arrived defective or we sent the wrong item. Once we receive and inspect the item, we refund the product price to your original payment method. Original shipping charges are refunded only when the return is because of our error.

Arrived damaged

If your order arrives damaged, email support@tcgguy.com within 48 hours of the delivery scan, with photos of the shipping box, the inner packaging, the damaged item, and the shipping label. Keep everything until the claim is resolved.

We compare every damage claim against the packing video for your order. If the claim checks out, we email you a prepaid return label. Once the returned item reaches us, we inspect it and compare its condition against the video record of it being packed. If the damage happened after it left us, we ship a replacement if we still have the item, or refund the full amount you paid for it, including shipping, if we do not. We do not issue a refund or replacement for a damaged item before it has been returned to us and inspected.

Claims made after 48 hours, or without the packaging, are much harder to verify and may be declined.

Wrong or missing items

If we shipped the wrong item or something is missing from your order, that is our mistake. Email us within 48 hours of delivery with your order number and photos of what you received, and we will fix it at no cost to you, either by sending the correct item or refunding it. If we ask you to return a wrong item, we cover the return shipping.

Cancelling an order

Sealed Product orders. You can cancel an order that has not shipped yet, except Japanese Pre-orders (see "Pre-orders" below). Email support@tcgguy.com with the subject line "CANCEL Order [order number]" and include your name and shipping address so we can verify the request. Most orders are packed within one business day, so send the request as soon as possible. A cancellation is confirmed only when we reply to confirm it. If the order has already been packed or shipped when we see your request, we cannot cancel it, and it falls under the final-sale terms above.

When we cancel an order at your request, a 3.5% cancellation fee is deducted from your refund. This covers the payment processing fees that card networks, PayPal, Apple Pay, and Google Pay keep on the original transaction even after a refund. The fee never applies when we are the reason for the cancellation. See "When there is no fee" below.

Accessories-only orders can be cancelled before they ship with no fee.

Pre-orders

Payment. Pre-orders are charged in full when you place them.

Ship dates are estimates. The estimated ship date on a Pre-order product page is based on the publisher's announced release date and our distributor's delivery schedule, both outside our control. We never ship before the publisher's release date, so expect your order to arrive after that date, not on it.

If the date changes. If we cannot ship your Pre-order by the estimated date, we will email you the new estimated date. At that point you may cancel that Pre-order for a full refund with no fee, and this applies to every Pre-order, including Japanese Pre-orders. If you do not reply, we keep your order open and ship it when the product arrives.

Japanese Pre-orders cannot be cancelled for change of mind. Our distributors for Japanese product require us to commit to quantities in advance and do not let us cancel, so we cannot offer a change-of-mind cancellation on Japanese Pre-orders. This is stated on every Japanese Pre-order product page and at checkout. The only exceptions are the ones in this policy: a delayed ship date, a cut allocation, a cancellation on our side, or an item that arrives damaged or wrong.

Allocation shortfalls. Publishers and distributors sometimes deliver fewer units than we ordered. If that happens, we fill Pre-orders in the order they were placed. Any unit we cannot fill is refunded in full, including any shipping you paid for it, with no fee, and we email you to let you know.

Our right to cancel a Pre-order. We place Pre-orders with our distributors before the product is in our hands. We may cancel a Pre-order, including a Japanese Pre-order, if the publisher cancels or indefinitely delays the product, if our allocation is cut, if a pricing error was made, or for another reason outside our control. If we cancel, you receive a full refund of everything you paid, including shipping, with no fee.

Mixed orders. If your order includes both in-stock items and a Pre-order, the whole order ships together once the Pre-order arrives. If you want the in-stock items sooner, place them as a separate order.

When there is no fee

The 3.5% cancellation fee does not apply, and you receive a full refund including shipping, whenever the cancellation is our doing: a pricing or listing error, an item we cannot supply, a delayed Pre-order you choose to cancel, a cut allocation, an item that arrives damaged or wrong, or an order we decline under our Terms of Service.

Refunds

Refunds go to the original payment method. We process an approved refund within 3 to 5 business days, and your bank or card issuer may take another 5 to 10 business days to post it. Any TCGGuy Rewards points earned on a refunded or cancelled order are removed from your account.

Payment disputes

If something is wrong with your order, please email us first. We resolve almost everything within a few days. If you file a chargeback instead, your card issuer will ask us for our records, and we respond with the order details, tracking, the packing video, and our messages with you. A chargeback filed while we are already processing a refund can delay that refund.

Questions

Email support@tcgguy.com. We would rather answer a question before you order than sort out a problem after.

The version of this policy posted at the time you place your order applies to that order.